overcharged when offline

  • 1
  • Problem
  • Updated 5 months ago
  • Not a Problem
Hello:
When i go to customer care enail and exedelistens I get Ignored. 
(no new case number and auto receipt not shown) Does
Viasat not help its customers?
 
I am being charged data usage when I am not online
I have not been online since the 06.5 mb usage on
the 26th.
 
Hello:
I was given 2 gb a total of 18 gb for the period
1-23-2-24 so my speeds would not have slowed
down as stated.
 
Did you not receive this message?
My month disappeared already but this
is what I sent you earlier with the newly
added charge for 24-25-26 February
 
Hello:
I am upset because I have been going around in circles as
when I tried to email the ‘contact me’ in Viasat, the case
was opened and closed prior to even viasaat sending me a
reply or allowing me to reply. I was just told to call
the number which I had already called. case 01701618
 
This same problem last time the very same thing happened
on 12-15-2017 case number 01526212.
 
 
 
My monthly bill is from 23 jan to 24 february
please note that once again I am being charged for data that I am
not using.   I now have been cheated out of about 5 gb.
for instance on:
 
15 feb total data usage 678 mb    viasat stated 10.9 gb
16 feb total data usage 182 mb    viasat stated 11.3 gb
17 feb total data usage 38.4 mb   viasat stated 12.3 gb
18 feb total data usage 970 kb    viasat stated 13.0 gb
19 feb total data usage 0 usage   viasat stated 13.6 gb
20 feb total data usage 0 usage   viasat stated 14.6 gb
21 feb total data usage 212 mb    viasat stated 15.0 gb
22 feb total data usage 0 usage   viasat stated 15.2 gb
23 feb total data usage 0 usage   viasat stated 15.6 gb
----------------------------------------------------------------------------
------------------------------------------------------------------------------
*******new month******

Feb 24-mar 23

I now have been overcharged a total of 3.1 gb for 72.5 mb used

 
24 feb 0900 am 0 usage by me. 
 
25 feb   66mb my data usage viasat charged 0400mb
While I was online to viasat it increased:
0909am 0.7gb charged by viasat
 
 
26 feb   0 gb used      viasat charged 1.2 gb  (checked 0115 am)
26 feb   6.50 mb used   viasat charged 1.5 gb  (checked at 0147 pm)
26 feb   6.50 mb used   viasat charged 1.8 gb  (checked on 27 at 0100am)
27 Feb   0 mb used      viasat charged 2.5 gb  (checked on 28 at 0430am)
28 Feb   0 mb used      viasat charged 3.1 gb  (checked 01 march at 0114am)
 
I only check for the whole days usage after 1230 am.
This is similar to case 01526212 last month
 
I see where 2 gb was added, but I show data added on
the 22nd.  8 days usage still need to be replaced in the
new month so they can be used.
 
I have 3 computers but only two are online. the third is turned off
I have two tablets which have limited access by me.
I have Networx which is monitoring my router which shows
anything or anyone I connect to or
when and how much data is used which also includes my lan printer.
all my computers and tablets are
connected and showing this information of data usage.
my router also shows when someone tries to connect to me and who
they are and if I would allow access which I never allow to non knowns.
-----------------------
feb 19 phone call to viasat incident ID 126 639 19
I was told to call back on wednesday or thursday (the 21/22) latoya.
I called on the 23 and spoke to Ivan.  I was put on hold while
he researched my account.  He (Ivan) began asking all the questions
that Laytoya was to document on the 19th.
There was misinformation to no information.  He then, after 1216-1400
(23 feb 1216 pm to 0200 pm) stated he would elevate to his supvervisor and
I would receive a call 24-48 hours later.
incident ID 42867243  Negative response
-------------------------------------------------------------------
Please note the download and upload rate is bad
the upload is higher than the download.
could this be the cause of the double data charged?
 
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Milo Miller

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Posted 5 months ago

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Matt B, Viasat Employee

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Milo,

I responded to your email two days ago.
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Milo Miller

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That was to Matt B;s comment saying he made a reply.
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Milo Miller

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Re: Case # 01726611 regarding your Exede/Wildblue account has been closed.     [ ref:_00D70K0Rw._500t09eOyx:ref ]
once again this case is closed with your response and my disallowance of a response
because the case is closed.
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Matt B, Viasat Employee

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Yes, I closed a duplicate case number, as you sent in two.  I responded to case number 01720598 on the 27th, and am still waiting for a response.  
Photo of Milo Miller

Milo Miller

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Hello Matt B:
I did not get a case 01720598 on the 27th
I was given 2 gb extra for the 1-23 to 2-24
Are you sure you closed this number?
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Jim16, Champion

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Good luck Matt B....